TM hands chief customer experience officer tech and innovation role

Giorgio Migliarina, Telekom Malaysia’s chief technology and innovation officer (CTIO) is resigning from his role. Replacing him is Rafaai Samsi (pictured) who is currently the deputy CTIO and chief customer experience officer with effect from 18 February 2017.

Samsi started his career in telecommunications with the then Jabatan Telekom Malaysia in 1978. He was later appointed CEO of TM - NTT Communications Corporation’s joint venture company in July 1997 before returning to TM in July 2001, where he was assigned as general manager of a number of divisions including state business operations, market development and domestic carrier Business Division.

He was then appointed vice president, marketing and sales for the wholesale segment in October 2006 and subsequently promoted to executive vice president to lead the Wholesale Line of Business on 1 July 2008. Samsi was assigned as deputy CTIO to run the day-to-day operations and turn-around initiatives of the IT and Network Technology Division since January 2013.

He was assigned as head of customer experience management and transformation reporting directly to TM Group CEO on 1 July 2014 and at the same time remained as the deputy CTIO. He is also the chairman of service management council (SMC) responsible for TM’s overall customer service management.

Meanwhile Migliarina joined TM in May 2009. He oversaw the transformation of TM’s IT and Network Technology (IT&NT) division and infrastructure through a series of catalysts.  He has also been instrumental in changing the mindset of the TM workforce towards providing the best services and solutions to customers. Internally in TM, Migliarina was recognised as a Talent Advocate for his involvement in nurturing talents and innovation. Migliarina has been mentor and coach to many people that now have reached positions of leadership.

In addition to his role as CTIO, Migliarina was also assigned to initiate the consolidation transformation of TM’s B2B lines of business comprising its key business units - TM Government, TM Enterprise and VADS Berhad - as Chairman of Managed Accounts (MA) cluster from 2013 to 2016.

In this dual-capacity, he has done an outstanding job in bringing the MA teams together, setting new strategies for our business and government segments, positioning TM as the leading fully integrated smart services, ICT and BPO business solutions provider and realigning processes for efficiency and speed to market.

TM CEO Tan Sri Zamzamzairani Mohd. Isa said: “We would like to take this opportunity to record our highest appreciation to Giorgio for his contribution to TM. In the short duration of eight years that Giorgio has been with us, he has architected and implemented a significant portion of the technical and operational transformation that is now the foundation of TM as Malaysia’s Convergence Champion and our brand promise of Life Made Easier, as well as for the push for going digital.”